Research and Analysis on the Value of Customer Satisfaction in the Environmental Space of the Museums

The case of the Xiamen Museum

DOI

10.2991/assehr.k.210609.091How to use a DOI?

Keywords

museum, environmental space design, customer satisfaction, factor of influence

Abstract

With the development of economy, modern museums are facing competition from many different leisure activities and entertainment venues. For sustainable operation, museums, which are nonprofit organizations, also must think about how to provide quality service and satisfy visitors. However, there is relatively little research on how the museum can develop a positive space dialogue through environmental space as well as develop new forms of environmental space to improve visitors’ satisfaction. This research takes Xiemen Museum, which is now developing a new environmental space design, as a study case. On the basis of the relevant theory of environmental space design, it analyses the latest customer satisfaction research in museums both at home and abroad, and divides the literature about customer satisfaction according to four aspects: 1) directly embody the features of environmental space, the service nature of environmental space; 2) interactivity between environmental space and customers; 3) indirectly embody customer satisfaction in environmental space of the museums and influencing factors; and 4) understanding the process and connotation of the environmental space design of the museum in an attempt to construct a value-creation structure for customer satisfaction. Finally, this research develops strategies for improving customer satisfaction as a reference for museum management.

Copyright

© 2021, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Qiduan Chen
AU  - Ying Liu
PY  - 2021
DA  - 2021/06/10
TI  - Research and Analysis on the Value of Customer Satisfaction in the Environmental Space of the Museums
BT  - Proceedings of the 2nd International Conference on Language, Art and Cultural Exchange (ICLACE 2021)
PB  - Atlantis Press
SP  - 457
EP  - 461
SN  - 2352-5398
UR  - https://doi.org/10.2991/assehr.k.210609.091
DO  - 10.2991/assehr.k.210609.091
ID  - Chen2021
ER  -